Vacations To Go

Mr. [redacted] contacted me and I explained that  we are working with [redacted] on his behalf.  I will contact him when I receive more information from [redacted].Sorrell W[redacted], Vacations To Go, [redacted]

We appreciate Mr[redacted]'s patience with this situation
and would like to sincerely apologize for any problems he has experienced with
his reservation
To summarize the situation, Mr[redacted] contacted us
requesting to cancel his parents' reservation and to also change the travel
dates of his reservationBoth bookings were in penalty at the time of his
request, as stated on his confirmation, and according to the cruise line's
cancellation and refund policy, both bookings were subject to a $
cancellation penalty
Unfortunately, the manager who spoke with Mr[redacted] made
a mistake and misquoted the cancellation fee, informing him the amount was $per cabin
instead of the $fee that [redacted] assesses for such a change
We sincerely apologized to Mr[redacted] for the mishap and after
several conversations, we agreed to settle this matter by applying $to
his future cruise
Per Mr[redacted]'s request, Vacations To Go paid $to
[redacted] on August 1, This amount includes a $credit card
payment on the final balance of his reservation and also a $onboard credit,
which [redacted] will make available to Mr[redacted] during his cruise
Attached is a confirmation from the cruise line showing Mr
[redacted]'s reservation is paid in full and the second attachment confirms our
purchase of his onboard credit
If there are any further questions or concerns, please feel
free to contact me or Christine [redacted] directly
We hope Mrand Mrs[redacted] have a wonderful time on their
cruise!
Sincerely,
Kimberly [redacted]
SrDirector, Customer Communication
Vacations To Go
1-800-338-[redacted]
www

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I'm sure that [redacted] is one of your top performers because he is good at what he does.  He is a sales man.  He sells people on cruises and like many sales people he is willing to say or do anything to secure the sale regardless of whether or not it steps over an ethical line.  We were under pressure to find an economical cruise for this summer to accommodate our family including 3 children.  They have been begging for a cruise and it was supposed to be their birthday present and in lieu of a birthday party.  It is important to us that we make them happy for their birthday.  We trusted [redacted]'s opinion because he SEEMED like a professional person who knew what he was doing.First [redacted] booked us on a cruise with [redacted] telling us that it would be great for us.  We were excited and did research to find out what great things were in store for us only to find out that the reviews showed that it wasn't the best choice for families with small children.  We immediately went back to him within 24hrs with the information we found and he said that he didn't know what he was thinking and admitted that it was a mistake for him to have suggested that cruise and that it wasn't going to be good for us.  We discussed switching to a different cruise line.  My wife asked him for advice on something that WOULD be good for our small children and that's when he recommended the [redacted] cruise and was willing to switch us out for that one.  My wife briefly looked over the amenities on the vacations to go website while on the phone with him and when she said "So it has a water slide?" [redacted] said "It doesn't just have a water slide...it has an entire water PARK."  Our kids love water parks and that gave my wife the confidence that with multiple water park amenities instead of a single water slide our kids would actually be able to enjoy it instead of waiting in line endlessly and barely get to enjoy them.  We have been in a situation where it took 3 days on a cruise before our kids could actually use a slide due to long lines.  Based on the good things [redacted] said about cruising on the [redacted], but mainly due to him saying that it has a full water park for our kids, she decided she wanted me to book it.Once again, we trusted [redacted]'s opinion now that he realized that he steered us wrong the first time and thought he had a better idea of what we needed.  And once again we began to research the ship to see what good things were in store for us.  We went on [redacted]'s website and looked at the water park.  My wife showed our kids and they got extremely excited.  But then I found a link to click on that shows which [redacted] ships have the water park.  [redacted] (our ship) was NOT on the list.  [redacted] only has a water slide.  If we knew this we wouldn't have booked it.I told [redacted] about this and he admitted that he was wrong about the water park.  We felt stuck with no alternative.  My wife was very unhappy about this situation and our kids were excited with anticipation of the water park.  I tried to convince her that we could make the best of it and that there will be plenty of things to keep the kids and us busy and happy.  However, upon reading reviews we saw that most are pretty bad and that our concerns are real.  I'm not sure what review site [redacted] is looking at where he says that most reviews are generally positive.  Everywhere we've looked the reviews are pretty aweful with only a few "OK" reviews that had plenty of "buts" in them.Quite a few reviews stood out that stated that [redacted] was not doing a good job of enforcing their smoking policy and that it was impossible to avoid the smoke which is even in areas that were originally "sold" to us as being good entertainment for our kids.   My wife and one of our daughters has [redacted] and we didn't want to have to miss out of entertainment options and/or have to expose our children to smoke.  This was the last straw.  There was no way that we could justify keeping this cruise.  We tried to hold on and make the best of it, but there is just no way.  So after 6 days from the date we booked it we contacted [redacted] again with what we found and told him how we couldn't go on this cruise.  He claimed that he asked [redacted] if they would make an exception on the penalties and CLAIMED that they refused.We were very frustrated and thought we were stuck with a cruise that would make us miserable.  I contacted [redacted]'s customer service to see if I could get something done directly.  They said that since it was booked through a travel agency they were not allowed to touch the reservation.  They said that they would need authorization from Vacations to Go in order to cancel it and attempt to waive the penalty.  I asked if I could do a conference call with them and VTG and they agreed.  I was put on hold by [redacted] and [redacted] answered but hung up and claimed he was disconnected.  I called [redacted] back, spoke to someone else, had the same response and when trying to call [redacted] again on a 3 way call I could not get it to go through.I called [redacted] directly and he once again claimed that he contacted [redacted] and that they had no record of me ever calling them and that they refused to make an exception to the penalties.  I called [redacted] again, and they made sure that they put a notation in their system that I called and that all they would need was for VTG to call them back to get the ball rolling on the cancellation.  My wife called [redacted] back and told him about all of this.  He said that he would call [redacted] and get back to her.   My wife called [redacted] and spoke to [redacted].   [redacted] said that [redacted] was on the other line talking to her supervisor, [redacted].  [redacted] said that she already talked to [redacted] about everything and that all we needed to do was wait for [redacted] to call us back and that [redacted] would let us know what HE was willing to do.[redacted] never called.  After waiting a while for the call, my wife called [redacted] back.  [redacted] claimed that he called [redacted] and that they refused to do anything for us.  When asked why he didn't call us back he said that since [redacted] wasn't willing to do anything he saw no point in calling us back.  (Extremely unprofessional.)  When my wife asked who he spoke to he said he spoke to someone with a name that sounded something like "[redacted]."  That was not the person [redacted] at [redacted] said he was speaking to.  It appears to be a made up name so that the person couldn't be tracked down and held accountable.So we were at a point where [redacted] was saying to us that they were going to help us and that it was up to [redacted] at Vacations to go.  [redacted] was saying that [redacted] was the one not willing to do anything.  But after my wife explained once again our issues with the lack of water park and smoking, he said that he went on a DIFFERENT [redacted] cruise ship and that his kids didn't have any problems with the smoke.  When my wife asked if they had [redacted] he said no, and that they basically didn't have a problem with smoking because [redacted] smokes around them all the time.  He seemed to become agitated and offended that she was having a problem with smokers because HE is a smoker.IN THE END, [redacted] SAID THAT THE SMOKE IS NOT A BIG DEAL AND THAT WE CAN GO IN OUR CABIN IF IT'S THAT BAD.  HE SAID THAT VACATIONS TO GO DOESN'T HAVE THE MONEY--[redacted] DOES.  My wife said that VTG's services are not free and that they get a commission.  [redacted] SAID "YES, I DO GET A COMMISSION, BUT I'M NOT GOING TO LOSE IT OVER SOMETHING LIKE THIS."   So the bottom line is that [redacted] and Vacations to Go put all the blame on [redacted] and state that [redacted] is refusing to allow us to cancel without Penalty while [redacted] stated that it was up to [redacted] at Vacations to go.  Based on his comment and lack of willingness to allow me to have a 3 way call with him and [redacted] (not just when I called through [redacted], but he refused to allow me to be on the line when he spoke to [redacted]) it is very obvious that [redacted] and Vacations to Go were the only ones not allowing us to cancel because [redacted] and Vacations to Go don't want to lose their commission.They will be losing MANY more commissions due to their lack of professionalism and dishonesty.  We do a lot of traveling and many people ask our advice.  We've booked with Vacations to Go in the past, but they have lost our business for a life time.  We've mentioned VTG to quite a few people after our first cruise that we booked through them.  We didn't have any issues because it was with a different cruise line and different rep.  However, the quality of a company and it's customer service is not measured by how they do when things go right, but how they perform when there is a problem.  There was NO positive performance when we had a problem.  [redacted] and Vacations to go have made it abundantly clear that they are willing to lie, dance around, pass the blame, and have complete disregard for their customers' well-being with greed as their only goal.  We will be letting all of our friends, relatives, acquaintances, neighbors, and everyone to whom we've ever given and ever will give any travel advice to steer clear of Vacations to Go.  We've already told several people about what we're going though and now we will tell them how they refuse to do the right thing.  We will also be starting a travel blog in the near future where we will also share our painful learning experience so that people know to avoid Vacations to Go.
Regards,[redacted]

I am sorry that Ms. [redacted]'s credit card was charged twice.  Vacations To Go is working with [redacted] to prevent double charges in the future.  I also apologize that our agent did not get management involved to resolve this problem in a quicker manner.  We spoke with Ms. [redacted] and...

advised her that she will get a full refund.  Sorrell Warren, Vacations To Go, 800-338-4962

Revdex.com:Removing my name from their system is the right thing to do.However, I am not convinced what [redacted] said was totally accurate.  He said when I booked in November 2014 with them that Princess Cruises made them the agency of record.  Well, I had booked  many cruises over the years with other agencies.  Why weren't they made agency of record by Princess?  Never had I received emails from any of them saying they showed a credit on my account and whether I wanted to use it on avalable cruises provided by these agencies.    I had also  booked and completed another cruise through another agency between Feb  and April of 2015.  So why didn't the agency of record change to this other agency?  lI had a similar issue last year with this company and got the same typical response.  They cannot control what  info other companies pass down to them.  Well, you may not be able to stop the data, but shouldn't you think about whether it is appropriate to send it via email to customers who didn't ask for it along with a sales pitch about what you currently offer?? Who takes the blame when the email gets hacked into and someone gets a hold of my data?  If your practice is to send this info to the customer so you can drum up sales, then I think you should at least ask each customer at the time of booking whether they would like to receive this or not in the future. Just like companies ask if their customers would like to be on distribution for their future emails on sales and promotion.
Regards,

[A default letter is provided here which indicates...

your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. When the funds are redeposited into our accounts, and the NSF fees have been reimbursed along with the additional $100.00 shipboard credit that was offered to us via e-mail, I will close the complaint.[redacted]

We regret that Mr. [redacted]'s wife was not allowed to travel because she did not have a visa.  Because the visa requirements with the over 200 countries of the world are complicated, Vacations To Go cannot advise citizens of foreign countries.  Vacations To Go works with a company that can...

advise and secure visas for U.S. and Canadian citizens but there is not a single source for foreign citizens.  For that reason we advise foreign clients that they must check with the consulates of the countries they will visit.  Although Mr. [redacted] says he was not advised that foreign citizens must check documentation requirements, our agent said that he did relay this information to Mr. [redacted].Because buying a cruise can be a complicated process that may take up to an hour on the phone, confusion may follow.  To make the transaction as clear as possible we send a detailed confirmation to each client after the purchase is made.  In the "Travel Documentation Requirements" section it states the following: "Documentation Requirements for citizens of countries other than [redacted]: [redacted] For International travel to all destinationsPassengers must bring a passport that remains valid a minimum of 6 months after travel ends. Visas may be required for travel to certain destinations. Passengers are responsible for verifying visa requirements with consulates of every country visited, including countries visited via connecting flights." Because Mr. [redacted] was advised verbally and in writing, no mistake was made by Vacations To Go.  Additionally, Vacations To Go does not charge a penalty and the full penalty was retained by [redacted].  We understand that the airline may issue a partial credit and we have reached out to [redacted] on Mr. [redacted]'s behalf to see if they would possibly issue a partial credit for any of the land package.  It normally takes a travel company like [redacted] four to six weeks to make this decision and we will notify Mr. [redacted] of their findings.  Sorrell W[redacted], Vacations To Go, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I contacted Sorrel W[redacted] and discussed the situation.  He promised to look into in with the tour provider and gave us a satisfactory resolution to our situation.  It is appreciated when a business goes the extra mile to assure satisfaction when an adverse event happens.  I hope it will lead to better training and larger important disclosures in the future to continue to improve the customer experience.  As our world becomes more global, it is more important than ever to provide service to a larger audience.  Thank you to Revdex.com an Sorrel W[redacted] of VTG.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   I do not accept their explanation and am appalled that they feel 2-3 hours on the phone reviewing dozens of cruises that show availability, but are not available, should not be acceptable business practice.  Customer Service standards should not allow this to happen, yet all the results and availability were still there days later even though they spent hours with me verifying they were not available.  They, therefore, know they are not available and do nothing to update their system.  Their level of customer service is abominable, however, I see no future in pursuing this complaint.

We regret that Mr. [redacted] feels that Vacations To Go wrongly
accessed his records however that is not the case.  When a person books a cruise through a travel
agency the cruise line maintains the records under that agency.  If the client books another cruise onboard
the new cruise is...

sent back to the agency to service.  This is standard practice throughout the
cruise industry.  Vacations To Go did not
access his records from Princess.  In
fact, Princess sent the reservation to us. 
Some cruise lines will ask the passenger if they would like
to have their reservation sent back to the travel agency and some will
automatically send it.  Mr. [redacted] is under
no obligation to work with us and seeing his displeasure we will remove his
future cruise from our system.  He is
free to work with Princess on this cruise or transfer it to another travel
agency of his choosing. 
S[redacted], Vacations To Go, 800-338-4962

We regret that [redacted]s credit cards were charged incorrectly.  We are working with the cruise line to get the payments applied correctly.  We have spoken to [redacted] and explained that we will cover any bank charges he incurs because of this error.[redacted], Vacations To...

Go, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and would like to close the complaint.  I do not want to waste my time trading emails back and forth talking the same point.  The bottom line is that this business needs to respect customers privacy.  Princess Cruise may have sent them the purchase of my future cruise depsit, but Princess Cruises had never mandated that they use this info for drumming up sales.  Mr. [redacted] also said this is a industry standard.  I have cruised foe many years, it may be a standard for Princess Cruises to send this info, but I know from experience that no other travel agency uses customer info to sell more cruises.  That is Not a standard.

Vacations To Go does update our website with a "Sold Out" notice when we are made aware a cuise is sold out.  Unfortunately, our site, like all travel agencies, is not tied to the live inventory of the cruise lines.  We are not always aware of when a cruise sells out.  We did...

find a cruise tour on the ship that Ms. [redacted] requested and sent her a quote for that cruise.  We are waiting to hear back from her.[redacted], Vacations To Go,  800-338-4962

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Dear Ms. [redacted], we are very sorry to hear how disappointed you are with the service you received from Vacations To Go, and apologize if there were any misunderstandings about the price of your cruise. As a US travel agency, all of our trips are quoted and charged in US dollars, and we have no...

control over exchange rates or the bank fees a credit card company may charge to convert US dollars into another currency. We have confirmed that the US dollar amount charged to your card by the cruise line was the same amount quoted to you over the phone and also the same amount you agreed to pay at the time your reservation was confirmed. However, your satisfaction is very important to us and we want you to be happy with the price you paid for your vacation. We look forward to resolving this matter soon. Sincerely, Kimberly [redacted] Sr. Director, Customer Communication

Dear Ms. [redacted], We are very sorry for any confusion over pricing, and truly regret that we were unable to combine the two promotions into one offer for you that included both the lower rate and the onboard credit. [redacted] has restrictions on certain promotions, and the cruise line would not allow the Community Appreciation rate for teachers to be combined with any other offer. I have investigated your concerns, and it is my understanding that you contacted us on June 20, June 27, July 1, July 2 and finally on July 7 and spoke with several of our agents to secure the exact cabin type, cabin location, price and amenities you desired. On your behalf, we verified price and promotions for your desired sailing directly with a [redacted] representative and provided those details to you for your consideration. During each conversation, we explained the terms of the offers available and discussed your options. Unfortunately, were unable to meet your requirements in the end and you reserved your cruise through another company. Our website also clearly states the following, “Availability is extremely limited on all FASTDEALS and must be reconfirmed at time of booking. All prices are subject to change without notice by cruise lines, and must be reconfirmed at time of booking.” And “Promotions may not be combinable with all fares.” I sincerely apologize if you felt misled by our website or any of our agents. We firmly believe that delivering great service means working on the client’s behalf to find the best deal possible, and it is truly disappointing that we were unable to exceed your expectations. However, for all of the reasons outlined in this letter, we will not be offering compensation as you’ve requested. We appreciate the opportunity to address your concerns, and hope that you enjoyed your vacation. Sincerely, Kimberly [redacted] Sr. Director, Customer Communication Vacations To Go

Dear Mr. [redacted]  Thank you booking your cruise with Vacations To Go and for giving us an opportunity to address your concerns. I am very sorry to hear that your cabin assignment has been a source of frustration.  Cabin location is a very important part of the cruise experience for many...

cruise guests, and it is always disappointing to hear that a customer is unhappy with any aspect of their vacation.As a gesture of goodwill, we paid to upgrade you to cabin # 11099, where you will be able to enjoy an unobstructed view from your panoramic glass balcony.If you have any further questions or concerns, please don’t hesitate to reach out to us. We appreciate your business and hope you enjoy your upcoming cruise.Best wishes,Kimberly A[redacted]Sr. Director, Customer CommunicationVacations To Go

Dear Mr. [redacted],We apologize for any confusion over the cancellation penalties, and appreciate the opportunity to address your concerns. I am pleased to hear that we were able to resolve this matter to your complete satisfaction. If you have any further questions or concerns, please don't hesitate...

to contact us.We sincerely appreciate your business, and hope you have a wonderful cruise! Sincerely,Kimberly [redacted]Sr. Director, Customer CommunicationVacations To Go

We reviewed this complaint and learned that we did have the wrong port listed just as Mr. [redacted] stated.  We have corrected our error and reached out to Mr. [redacted] and offered him the $150 that he is seeking.Sorrell [redacted], Vacations To Go, ###-###-####